Customer Care Agent

JOB DISCRIPTION:

• Acknowledgement and communication:
  Ensuring queries/requests are acknowledged within 60 minutes on Salesforce.
  Ensure acknowledgement on Salesforce, telephonically and on email to the client and insurance.
• Systems:
  Ensuring voice logs are extracted from Dreamtec provided client with efficient feedback on queries.
  Liaising with Service provider to obtain checklists for customers and clients.
• Ensure accurate a d timeous reconciliation of voice logs, checklists, queries and WHU complaints:
  Listening to and investigating voice logs/calls to determine what transpired and providing client with observation.
  Attaching relevant info as per Dreamtec.
  Assisting with checklists to deal with general queries and query investigations.
  Assisting with investigating problems and supplying feedback.
• Email/ Salesforce:
  Following up on daily emails.
  Ensuring tickets are actioned on ticketing system (Salesforce)
  Monitoring in progress and tickets to be actioned.
  Capturing information on Salesforce tickets for reports and providing feedback to clients.
  Updating and closing tickets for timeous reporting and feedback within TAT.